lululemon athletica, yoga-inspired athletic apparel: FAQ

lululemon athletica frequently asked questions

Our FAQ is grouped into Online Shopping questions and About Our Company so you can quickly find what you're looking for. Online Shopping categories are: top questions, ordering, shipping, returns and exchanges, and miscellaneous. About our company categories are: top questions, education, community, and legacies.

online shopping questions

TOP QUESTIONS

What are your shipping fees?

shipping for Canadian and USA guests

* Cannot ship to Saskatchewan

Order Quantity	FedEx Ground (5-7 Business Days)		FedEx 2 Day (2-3 Business Days)		FedEx Standard Overnight
	Canada	USA	Canada	USA	Canada	USA
1 item	On us!*	On us!*	$19.95	$15.95	$29.95	$28.95
2 items	On us!*	On us!*	$21.95	$17.95	$31.95	$30.95
3 items	On us!*	On us!*	$23.95	$19.95	$33.95	$32.95
4 items	On us!*	On us!*	$25.95	$21.95	$35.95	$34.95
5+ items	On us!*	On us!*	$27.95	$23.95	$37.95	$36.95

*We are excited to offer you complimentary shipping on lululemon.com orders shipped in Canada (not including Saskatchewan) and the US, on ground delivery orders only. If you choose 2 day air or next day, regular charges will apply. You must select the “Ground” option to receive complimentary shipping.

Please note: complimentary shipping is available through phone orders placed through the Saskatchewan store. Phone orders placed with the GEC are subject to a delivery charge.

Shipping for International Guests

Flat rate $30 USD* to:

American Samoa	Denmark	Ireland	Monaco	Slovakia
Australia	Estonia	Israel	Montserrat	Slovenia
Austria	Finland	Italy	Netherlands	Spain
Bahamas	France	Japan	New Zealand	Sweden
Bahrain	Germany	Korea, Republic of	Norway	Switzerland
Belgium	Greece	Kuwait	Philippines	Taiwan
Bermuda	Greenland	Latvia	Poland	United Arab Emirates
Brazil	Guam	Liechtenstein	Portugal	United Kingdom
Cayman Islands	Hong Kong	Lithuania	Puerto Rico	Virgin Islands, U.S.
Croatia	Iceland	Luxembourg	Saudi Arabia
Czech Republic	Indonesia	Mexico	Singapore

*We are excited to offer international guests a flat rate international shipping fee of $30 on orders shipped to the countries listed in the chart above. Please be aware that shipping charges do not include international taxes or duties. Contact the customs office in the destination country for information about any applicable duties or taxes. If an order is placed on shop.lululemon.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund. shop.lululemon.com has made every effort to minimize our international shipping charges. We only charge our cost for these services. We do not make any profit on our shipping services to international customers. Also, we are required by law to disclose the full value of the package contents and cannot alter this value.

When will my order be shipped? When will it arrive?

If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an email confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

What's the status of my order? How do I track my order?

Once you have placed an order, you can check on its status at any time. To track your order from this page, click here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information. If you are shipping to a Canadian PO Box, please track your order on the Canada Post website. If you’re tracking number is from Canada Post it will look like this: 7294080000000xxx (with the last 3 x’s equaling digits)

Do you offer gift cards?

Yes! You can purchase a gift card online here. Our gift cards can be both purchased and redeemed online or in store. Please note for international guests the billing and shipping address will need to be the same as with any other purchase on the site. If you have any questions regarding gift cards our GEC would love to hear from you and can be reached at 1.877.263.9300.

Will my credit card be charged immediately?

No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an email confirming that your order has been received. We will send you another email to notify you when your order has been shipped and we've charged your credit card.

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ORDERING QUESTIONS

Do you offer giftcards?

Yes! You can purchase a gift card online here. Our giftcards can be both purchased and redeemed online or in store. Please note for international guests the billing and shipping address will need to be the same as with any other purchase on the site. If you have any questions regarding giftcards our GEC would love to hear from you and can be reached at 1.877.263.9300.

Why should I become a registered user?

QUICK CHECKOUT: Super fast and easy checkout process since all of your info is already saved.

EMAIL OFFERS: With your permission, we'll send you news about our latest styles, sales and exclusive online offers.

ADDRESS BOOK: Save shipping addresses for yourself, your friends and your family in your personal address book.

ORDER HISTORY: Save a full listing of your previous purchases.

Register Now

How do I change or cancel an order?

To cancel or change an order you recently completed, simply go to this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact our Guest Education Centre as soon as possible. We will make every effort to accommodate your request. However, please keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

What are my payment options?

We accept Visa, MasterCard, American Express, and PayPal and giftcards that have been purchased both in store and online.

Is ordering over the internet secure?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

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SHIPPING QUESTIONS

What are your shipping fees?

shipping for Canadian and USA guests

* Cannot ship to Saskatchewan

Order Quantity	FedEx Ground (5-7 Business Days)		FedEx 2 Day (2-3 Business Days)		FedEx Standard Overnight
	Canada	USA	Canada	USA	Canada	USA
1 item	On us!*	On us!*	$19.95	$15.95	$29.95	$28.95
2 items	On us!*	On us!*	$21.95	$17.95	$31.95	$30.95
3 items	On us!*	On us!*	$23.95	$19.95	$33.95	$32.95
4 items	On us!*	On us!*	$25.95	$21.95	$35.95	$34.95
5+ items	On us!*	On us!*	$27.95	$23.95	$37.95	$36.95

Please note: complimentary shipping is available through phone orders placed through the Saskatchewan store. Phone orders placed with the GEC are subject to a delivery charge.

Shipping for International Guests

Flat rate $30 USD* to:

American Samoa	Denmark	Ireland	Monaco	Slovakia
Australia	Estonia	Israel	Montserrat	Slovenia
Austria	Finland	Italy	Netherlands	Spain
Bahamas	France	Japan	New Zealand	Sweden
Bahrain	Germany	Korea, Republic of	Norway	Switzerland
Belgium	Greece	Kuwait	Philippines	Taiwan
Bermuda	Greenland	Latvia	Poland	United Arab Emirates
Brazil	Guam	Liechtenstein	Portugal	United Kingdom
Cayman Islands	Hong Kong	Lithuania	Puerto Rico	Virgin Islands, U.S.
Croatia	Iceland	Luxembourg	Saudi Arabia
Czech Republic	Indonesia	Mexico	Singapore

Do you ship to PO boxes or APO/FPO addresses from the US/Int’l website?

For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses from the US/Int’l website.

Shipping to Canadian PO boxes and rural beyond points: Please be aware that all orders being shipped to Canada PO boxes will be serviced by Canada Post. Additionally, if you live in a rural area that has a postal code that is considered to be a “beyond point”, your packages may be delivered by Canada Post as an alternative to our standard shipping carrier. In either case, you will be able to track your order from this page, click here. Important note, if you live in a beyond point area, you may experience a delay in receiving your package due the remote access of your area. Please keep this in mind when choosing your shipping option. Ground shipping should be selected for these orders as we cannot guarantee expedited or overnight deliveries to beyond point locations.

What's the status of my order? How do I track my order?

When will my order be shipped? When will it arrive?

If your order was placed Monday through Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day; if not it will be shipped on Monday. You will receive an email confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

NOTE: For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.

How do I know that my order has been shipped?

When your order has been shipped, we will send you an email with your tracking number and a link to where you can track it online.

What's the difference between "Order Date" and "Ship Date"?

On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

What countries do you ship to? What about duties? Is there anywhere you don’t ship?

Orders placed on the Canadian website can only be shipped within Canada. At this time we are unable to receive and ship orders to guests from the province of Saskatchewan. If you would like to ship an order to the United States or outside of North America, you may only do so by ordering from the US/Int’l website. Remember, shipments outside of the US will be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. For International shipping charges please click here. Keep in mind that when you are ordering from the US/Int’l website, all dollar amounts are presented in US currency. If you are ordering with a Canadian credit card, the charges to your credit card will reflect the current exchange rate from CAD to USD. Additionally, your bank may charge you an additional International transaction fee for these orders. We cannot estimate what these charges may be. For more information, please check with the bank that issued your credit card.

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RETURNS & EXCHANGES

What is your return/exchange policy?

We will gladly return or exchange unwashed/unworn holiday purchases up to January 11th, 2010 provided original hang tags are attached. An original purchase receipt is required for a refund to the original method of payment.

Guests have two options for making a return:

1)Unwashed and unworn merchandise may be returned to the ecommerce warehouse in the same country it was shipped. All hangtags must be attached to the garment and proof of payment must accompany the garment(s) at time of return. All garments are subject to inspection. Shipping costs are not refunded.

2)Unwashed and unworn merchandise may be returned to a lululemon store. All hangtags must be attached and proof of purchase must accompany the garment(s). Due to a system incompatibility, franchise locations ( US: Santa Barbara, CA; Cherry Creek, CO; Boulder, CO; Park Meadows, CO; CAN: Saskatoon, SK) are unable to provide refunds and can offer exchange for product or store credit only. Cross border goods may only be exchanged for another item or store credit. Shipping costs are not refunded. Note for Australian orders: Please note that Australian orders can only be returned to the ecommerce warehouse. We are unable to process ecommerce returns in the Australian stores.

Because not all merchandise available in stores is on the site, we cannot accept returns bought in a lululemon store to the ecommerce store.
We cannot guarantee that merchandise carried on the site will be available in stores.
Please use the most economical shipping method when returning a garment to us. Should you be exchanging an item we will ship the new item to you via Ground service at no extra charge (Canadian and US orders only). If you wish to have the item expedited to you then you will be responsible for the charge.
Returns and exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. All returns must have the Invoice in order to process the return.
Note: Underwear, swim suits (one piece and two piece bottoms), hats, toques, water bottles, loot items and giftcards are final sale.

Are there any items that can’t be returned/exchanged?

Underwear, swim suits (one piece and two piece bottoms), hats, toques, water bottles, loot items and giftcards are final sale.

Where do I ship my return or exchange?

Returns and exchanges must be mailed to the address on our return form and you must use our return form to properly process your return/exchange. Go here, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

How should I ship my return or exchange?

Pack and seal your box securely, in the original packaging if possible. To be properly processed, your return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

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MISCELLANEOUS QUESTIONS

Do you have a size chart?

Yes. You can check it out here.

Where can I find a store near me that carries your products?

Please visit our store locator page to find your nearest lululemon store or type your zip/postal code in to the store locator at the top of this page.

Can I have my pants hemmed in stores if I bought them online?

Yes! You can bring our pants to any one of our store locations for complimentary hemming.

Can you tell me when new products or special promotions are announced?

Sure! Register with us and sign up to receive email updates on new products, events and other special announcements. You can also go here to sign up for online shopping emails.

What is the Address Book and how do I use it?

Being a registered user offers you faster checkout since you won't have to re-enter your credit card or shipping and billing information. When you place an order that information will be filled in automatically. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Learn more about the Address Book

Are the products on the website the same as in the stores?

Yes. Although our website may have a different assortment than a store in your area, the products are the same. To find a store in your area, visit our store locator page.

I live in North America. Can I ship internationally?

No. For all international orders the shipping address must be the same as the billing address.

Why are products available on the Canadian site but not on the US site and vice versa?

In order to better serve our guest we have two warehouses, one in Canada and one in the US. As a result guests do not pay duties.

Is my personal and credit card information safe on your website?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

What is your privacy policy?

We will never share your email address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. Learn more about our privacy policy

Are there other places on the Internet to buy lululemon?

This site you’re on now is the only authorized and official place on the whole world wide web for online lululemon shopping.

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questions about the company

TOP QUESTIONS

Where is lululemon headquartered?

lululemon's Store Support Centre is located at 2285 Clark Drive in Vancouver, Canada V5N 3G9. Looking for contact info? Go here.

Who is your target market?

This one's for all you students writing their research papers on us... hmm, target... what's that? Well if you want us to spout that marketing jargon, we admit that we aim our clothing primarily at active women and men: individuals that work, play and share our vision of creating healthier, happier and more fun lives!

What is lululemon's mission statement?

Creating components for people to live longer, healthier, more fun lives.

And vision?

Elevating the world from mediocrity to greatness.

What is the lululemon manifesto?

The lululemon manifesto is our "truth check" and inspiration. It's a series of statements that we believe embody our company's vision, culture and beliefs. We integrate the manifesto in all aspects of our work, including our vision to provide components for people to live longer, healthier and more fun lives. We believe it's important to maintain balance between work, rest, and personal activities: to take time out for a coffee break with your best bud and go for walks on the beach (if the beach isn't close by - choose an alternative!). View our manifesto now

Where did the lululemon name and logo come from?

The lululemon name and logo was created by lululemon founder Chip Wilson. The stylized "A" logo which appears on lululemon clothing has had its share of interesting interpretations: from a girl's flip hair-do to sensual parts of a woman's body (that's for you to guess!). The "A" originally stood for the first letter in "Athletically Hip". Athletically Hip was one of 20 names originally proposed to the original design team. The original design team like the stylized "A" but they preferred the name "lululemon".

What is lululemon's commitment to health, fitness and yoga?

Well, we certainly like to think that we practice what we preach. Just as it is important for our guests to feel healthy and balanced, it's also important for our team to embody a balanced lifestyle. To help facilitate this lululemon pays for all employees to attend yoga classes in the community. For the head office folks, there is also a yoga studio in the Store Support Centre with daily classes. In the summer, staff are encouraged to hike one of Vancouver's local mountains before heading into the office or the stores. Staff are also encouraged to jog/bike/walk to work and there is filtered water in all of our stores for our staff and guests. In the communities, we work with local athletes and yogis for their feedback on our products and often hold in-store community classes. Find a class near you now!

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EDUCATION

What does lululemon make its clothing from?

We use multiple technical fabrics for our various lines of clothing. Please visit the fabrics and care page for a full fabric list and more details.

What are the technical features of the lululemon garments?

We encourage you to come and visit our stores and have a chat with one of our educators, who are up-to-date on each garment's technical features and would be happy to share their knowledge with you! You can also learn more on the product features and benefits page.

What is the optimum way to care for lululemon garments?

Our fabrics can be washed on warm and dried on warm as well. For longer lasting garments however, we recommend they be washed in cold water and then hung or laid flat to dry. This is better for the environment too! Do not use fabric softener, as this will inhibit the fabric's wicking abilities. Please do not wash luon™ fabric with any cotton clothes, garments with velcro, zippers or other abrasive accessories. More fabric info is on our fabrics and care page.

Does lululemon offer a catalogue?

At lululemon, we update our styles and colours every 45 days or so. This makes it challenging to use print catalogues.

What is lululemon's return policy?

Pretty straightforward! We will accept returns or exchanges on unworn garments within 14 days of purchase. For cross border shoppers, we exchange unworn garments within 14 days, no refunds. Hangtags must be attached to the garment, along with the original receipt. Items may be exchanged at any of the lululemon store locations. For gift receipts, we will exchange the items or draw up a credit note.

How can the customer become involved in designing new lululemon products?

If you'd like to help us create new designs, we'd love your input. Many of our products have been designed based on the feedback and suggestions of our guests. Design feedback forms are available in all of our stores or you can fill one out here.

What are design team meetings?

Each city with a lululemon location hosts design team meetings. At these meetings, our design team or representatives meet with local yoga instructors, athletes and design-savvy people in our communities to gain their feedback on the function and design of our products.

Does lululemon ever discount their products?

We may occasionally mark down old styles and sample items if we have any left in stock.

I am currently studying at university/college. Can you please send me some information on your company and products?

Well, you've come to the right place. Our website has a comprehensive range of info about lululemon, from our culture to product details to our history. If you still have questions after poking around, you could email the Guest Education Centre at gec@lululemon.com. Good luck with your studies!

How many stores does lululemon have at the present time, and where are they?

We currently have stores across Canada, the United States, Australia, Hong Kong. Check our store locator for store listings, addresses, product notification sign up, and event info.

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LEGACIES

Where does lululemon manufacture its products?

We currently work with factories in Canada, the USA, Israel, China, Taiwan, Indonesia and India. We take great care in selecting factories to ensure that they share our commitment to quality and ethics. Global economic forces, including the elimination of worldwide manufacturing quotas under the Multi Fibre Agreement, have shifted manufacturing to more cost-attractive locations and resulted in closures of some domestic factories. It is vital for lululemon to keep a manufacturing base in Vancouver for security and speed-to-market of our core designs.

What are factory conditions like where lululemon products are manufactured?

The factories we use are safe, clean, ventilated, well lit, healthy work environments. We assess the health, safety and quality of working conditions of factories before establishing a working relationship. We use International Labour Organization (ILO) standards as a framework for lululemon's Workplace Code of Conduct. Our Code of Conduct specifies international labour standards related to health and safety, non-discrimination, freedom of association, child or forced labour, wages and overtime as well as environmental responsibility. Our Production, Quality Control, Commercialization teams and our third-party auditors make regular visits to the factories we use. We also have the newly established LLO (lululemon Liaison Office) in Dongguan China that is staffed by lululemon employees. This office allows lululemon to be in the field where production happens and facilitate management of our garment production, daily problem solving and relationship building. Looking for more info? Check the Legacies section of the website.

What is lululemon doing to reduce its environmental footprint?

We have always viewed efficiency & waste reduction as smart business, particularly in our manufacturing processes. Our designers continually innovate with sustainable styles that reduce waste in the design and production processes. The OQOQO line has fibres that are at least 75% natural, organic or sustainable. OQOQO is our main investment in sustainable fabrics and styles. In addition to lululemon products, our store development team is actively adding energy efficiencies into store design and using renewable building materials e.g. reclaimed wood flooring, use of natural lighting and environmentally safe paint. Staff are encouraged to walk/run/bike for their commute. We recycle at all of our facilities and are working to reduce waste across all departments.

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COMMUNITY

Other than lululemon's stores, what other channels does lululemon choose to use?

At lululemon athletica, we prefer to interact with our guests via our retail stores. Education helps our guests understand the full benefits and technical features of our products. lululemon is also available via strategic sales partners in yoga, Pilates, and fitness studios. If lululemon retail stores or strategic sales dealers are not near you, contact our Guest Education Centre at 1.877.263.9300.

Does lululemon offer sponsorship?

The lululemon sponsorship program is known as team r&d, i.e. research and development. Via team r&d, lululemon offers yoga/athletic/fitness instructors in our communities a 15% discount on our clothing. We offer this discount to thank the yoga/athletic/health community for their work in spreading health and wellness. In return we ask for their feedback on the function, durability and style of our products. If you are interested in learning more about this program, please inquire at your local lululemon store and read the research and development info.

Who are the lululemon ambassadors?

lululemon ambassadors are local athletes, instructors and/or role models in our communities where there is a lululemon store that embody the lululemon lifestyle. Our ambassadors provide us with feedback on our clothing and test it to the limits. New lululemon ambassadors are chosen every year. Listings of our current ambassadors can be found on each lululemon store's mini website. Check the ambassador page for more details about the ambassador program.

What are lululemon's plans for the future?

lululemon plans to continue to grow, but the company will only grow as fast as we can find the right people to work for us and grow with our organization. lululemon's growth depends on finding the right individuals who want to raise the level of health and personal success in their communities around the world. We are actively searching the right partners to help us grow in every corner around the world.

How does lululemon give back to its communities?

Our Charitable Giving program gives the power of choice back to our consumers and lets them choose from a select group of proactive, health-related local charities. We also hold community events and free yoga demonstrations and classes in our stores.

Does lululemon have franchise opportunities available at this time?

We have decided to close our franchise program and focus on our corporate store expansion. There are no franchise opportunities available and we will continue to expand with corporate stores only. All outstanding applications and inquiries have been put on hold indefinitely.

What wholesale opportunities are available at this time?

Please visit our strategic sales page for complete details on our dealership program. Also, check out the strategic sales frequently asked questions.

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